Guest Services Lead

If you thrive on helping customers, love to problem solve, have some supervisory experience, and are looking for a very interactive job in a fun and busy work environment: we may have the dream job for you right here in beautiful Santa Barbara! Do what you love while contributing to our mission.

The Santa Barbara Zoo is seeking a part-time Guest Services Lead to join our Guest Services team.

Position Status: Part Time, Regular, Hourly, Non-Exempt
Schedule: Up to 25 hours per week, including weekdays, holidays, weekends
Compensation: $17.90 per hour


*You must also complete the Zoo's Official Employment Application on the next page in order to be considered for the position*


SUMMARY:  Under the general direction of the GS Supervisor, Manager of Events & GS, and the Director of Events & GS, the Guest Services Lead assists in supervising Guest Services operations throughout the zoo, coordinates staff daily, and maintains or exceeds Admission, Attractions, and Membership goals set by management. The Guest Services Lead encourages, supports, and exemplifies the highest standards, to ensure the quality of guest experience, the professionalism of the staff, and the delivery of our conservation programming and messaging.

ESSENTIAL DUTIES :                                                                                                   Daily Operations

• Arrives on time for scheduled shift, properly dressed, and ready to begin work
• Assists in morning bank retrieval; activity set-up; and equipment distribution
• Ensures the Zoo’s presentation standards for cleanliness and maintenance are met by keeping work areas clean, picking up trash and micro trash, reporting unsafe or unsightly conditions
• Ensures all areas and equipment are well maintained and in excellent condition, and is responsible for:
  • Inspecting the conditions of all equipment daily
  • Reporting maintenance needs through the appropriate channels of communication in a timely manner
• Collaborates with the Guest Services Associate and Supervisor to ensure all areas are properly staffed by:
  • Verifying all absences, checking email, text, or phone messages from staff, reporting and coordinating with the Supervisor and Associate
  • Finding and coordinating staff replacements when scheduled staff are not able to work
• Assists with the creation of daily schedule in collaboration with Supervisor; monitors changes in response to business and staffing needs; and enforces staff adherence including: 
  • Beginning and ending of shift times
  • Meal break for lunch and/or dinner
  • Providing relief to ensure On-the-clock rest breaks are taken
• Distributes and delivers upon demand documentation, equipment, and supplies for activities throughout the day, including, but not limited to:
  • Bounce house operations
  • Fossil find experience 
  • Climbing for Condor climbing wall 
  • Barnyard feeding 
  • Giraffe feeding 
• Successfully communicates and coordinates all aspects of daily operations with front-line and Attraction staff in a timely manner 
  • Performs all Front line location and shift functions, and fills any position required in response to staffing or business needs 
  • Operates Attractions/experiences as needed, including, but not limited to: 
    • Bounce house operations 
    • Fossil find experience 
    • Climbing for Condor climbing wall 
    • Barnyard feeding 
    • Giraffe feeding
  • Assists in the maintenance and repair of all coin-operated machines (scopes, vortex, Swan and Koi feeding) 
  • Assists with maintenance of Fossil find attraction 
• Troubleshoots Counterpoint Point of Sales (POS) and Outbound Reservations systems, and assists team members with inquiries, system failures, and resolving challenges
• Processes and reconciles all banks in collaboration with the Supervisor and team members at the end of the workday 
  • Tracks and reports any anomalies and discrepancies to Guest Services Associate and Guest Services Manager 
• Ensures that all workstations are prepared for the next day’s operations at closing
• Promotes positive internal communication within and between departments and employees
• Assists with communication and processing of School group reservations 
  • Assists with School group check-in; group management; and payment processing 
  • Confirms and assists with enhancements of experience (Giraffe feeding, train rides, etc.) for school groups with Guest Services and Attractions